SupportPal Registration and Sign Up Information | supportpal

Dear Logan Clark (Jon),

Thank you for signing up with us. Your new account has been setup and you can now login to our client area.

Email Address: king81656@

To login, visit https://www.supportpal.com/manage/

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Best Regards,
SupportPal

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

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�

Dear Logan Clark (Jon),

PLEASE PRINT THIS MESSAGE FOR YOUR RECORDS - PLEASE READ THIS EMAIL IN FULL.

Thank you for trying out SupportPal. Your trial license has been activated and is now ready to use, it will be valid for at least 30 days from today. Below you will find information on how to download and install SupportPal, as well as how you can obtain support.

License Details

License Key: SP-11e542329ccde1811c83

You will need to enter this key in to your installation to activate it successfully. Please keep it private within your organisation.

Download

You can find the download for the latest version of SupportPal at the following link. Please note that you will need to be logged in to our client area to access this page.
https://www.supportpal.com/manage/download_area.php

Installation

The complete installation guide can be found in our documentation at the following link.
http://docs.supportpal.com/display/DOCS/New+Installation

Support

Our documentation can be found at: http://docs.supportpal.com

If you cannot find the answer to your problem or question, then please open a ticket directly with us at https://www.supportpal.com/support/tickets/create/step1

-----

Again, we hope you enjoy your trial and please do not hesitate to get in touch should you need any help.

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

Twitter

�

Hi Logan,

Thank you for registering for�the SupportPal free�trial.

We noticed you do not appear to�have installed or used the software yet. If you are experiencing any difficulties or have�any questions, please let us know by replying to this email and we'll be happy�to help you get started with your free trial.

-----

Best Regards,

Jay Shah
SupportPal Limited

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

Twitter

�

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SupportPal 2.6.0 Released

We are pleased to announce the release of SupportPal 2.6.0. The new version improves upon the stability of the 2.5 series and includes several notable UX enhancements - some of which are noted below. The full changelog can be seen in our release notes.

Important notice regarding Facebook channel

On December 31st 2019, Facebook will deprecate one of the permissions that we previously used to handle the downloading of and replying to messages sent to your Facebook page. To ensure this channel continues to operate uninterrupted, we encourage you to read our upgrade guide and perform the necessary steps before this date.

UX Enhancements

Multiple follow ups per ticket
It is now possible to create more than one follow up per ticket. This can be particularly useful to follow-up with a client the day after a service has been provided, and again a few days later to check everything is still OK.

Blocks of holidays
Sometimes we are treated to more than a single day of holiday. It�s now possible to create a holiday which covers multiple days, for example the week covering Christmas to New Year.

Client-side ticket filters
It has been frequently requested that customers should not miss out on the filtering abilities that are available to staff. Customers can now make use of a number of filters to better search for their tickets.

Upgrade Process

Please read our upgrade guide for the full list of changes that may affect you.

Download

Download the release at our downloads area (login required).

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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Hi Logan,

Thank you for registering for the SupportPal free trial. I just wanted to contact you to see how you were getting on with the software. Were you able to install SupportPal and give it a spin? If not, please let us know and we'll be happy to help you get it up and running.

If you have found the time to install SupportPal, do you have any questions, comments or criticisms at this time? I would be more than happy to address them for you.

Please do not hesitate to reply to this email should you have any questions.

Best Regards,

Jay Shah
SupportPal Limited

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

Twitter

�

Dear Abigail Thompson,

Thank you for registering an account at our help desk.

To finish the activation process, please confirm your email address by clicking the link below:
https://www.supportpal.com/support/en/confirm?email=molecule43136%40&token=sbDlCKYVdYNKlccStapNsWFT529bpAQl

The above link will be valid for the next 24 hours. If you do not activate the account in time, you may re-register at the help desk at any time.

Kind Regards,
SupportPal

SupportPal Limited
Registered UK Company: #10035240
http://www.supportpal.com

Twitter

�

Hi Logan,

I just wanted to follow up from my previous email to you. If you have found the time to install and use SupportPal, do you have any questions, comments or criticisms at this time? I would be more than happy to address them for you. As your trial is expiring in two days, please let me know if you need more time to evaluate the software, we don't want you to feel rushed.

If you decide to purchase an SupportPal license, you can find all our pricing plans on the following page.
http://www.supportpal.com/product/pricing

Please do not hesitate to reply to this email should you have any questions.

-----

Best Regards,

Jay Shah
SupportPal Limited

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

Twitter

�

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SupportPal End of Life (EOL) Policy

Today we're announcing an end of life (EOL) policy for the SupportPal help desk software that is effective immediately. The aim of this policy is to give customers a clear understanding of which versions of SupportPal are actively supported and which will only receive security fixes.

Version Scheme

SupportPal currently uses the below versioning scheme for new releases.

Type	Description
Major	For versions with significant backwards incompatible changes. For example 2.5.0 or 2.6.0.
Minor	For versions with new backward-compatible functionality and bug fixes. For example 2.5.1.

Supported Versions

Our latest major version will always be considered as being actively supported, and our previous major version will receive security fixes only. Any older major versions will be considered as EOL. When a new major version is released, it will push prior versions into their next status (either security fixes only or EOL).

The below table illustrates which major versions are currently supported.

Major Version	Status
2.6	Actively Supported
2.5	Security Fixes Only
2.0 - 2.4	EOL

Definitions

Actively Supported
The version may receive new minor releases as well as security fixes.

Security Fixes Only
The version will only receive security fixes.

EOL
An EOL version will continue to function but will not receive further releases, regardless of any observed deficiencies or vulnerabilities in that version. We recommend that customers upgrade for the most secure and feature-rich SupportPal experience.

Support From Us

We will continue to provide support* regardless of which version of the product you are using, even if the version has reached EOL. However, in many cases, we may advise that the best course of action is to upgrade to a later version.

* Owned licenses holders must have active support and updates in order to request support.

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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SupportPal Security Advisory

Today we're releasing patches for SupportPal and the WHMCS integration to resolve several persistent XSS vulnerabilities. We strongly recommend updating your installation immediately.

As we currently do not have a formal end of life (EOL) policy, out of courtesy we are releasing patched versions of all actively used versions of SupportPal. We plan to announce an EOL policy in the coming weeks, so would recommend planning to upgrade to a more recent version of SupportPal soon if you are currently on an older version.

Once sufficient time has passed to allow customers to patch their installations, we will provide additional information regarding the nature of the vulnerabilities.

SupportPal Releases

To upgrade, select the download link matching your installed version and then follow https://docs.supportpal.com/current/Upgrade+Guide#MinorVersions

2.0.3 - https://www.supportpal.com/manage/downloads/supportpal-2.0.3.zip
2.1.0
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.1.0_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.1.0_lw6.zip
2.1.1
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.1.1_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.1.1_lw6.zip
2.1.2
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.1.2_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.1.2_lw6.zip
2.2.0
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.2.0_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.2.0_lw6.zip
2.3.0
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.3.0_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.3.0_lw6.zip
- PHP 7.1 / 7.2 - https://www.supportpal.com/manage/downloads/supportpal-2.3.0_lw10.zip
2.3.1
- PHP 5.5 / 5.6 - https://www.supportpal.com/manage/downloads/supportpal-2.3.1_lw5.zip
- PHP 7.0 - https://www.supportpal.com/manage/downloads/supportpal-2.3.1_lw6.zip
- PHP 7.1 / 7.2 - https://www.supportpal.com/manage/downloads/supportpal-2.3.1_lw10.zip
2.4.0 - https://www.supportpal.com/manage/downloads/supportpal-2.4.0.zip
2.4.1 - https://www.supportpal.com/manage/downloads/supportpal-2.4.1.zip
2.5.0 - https://www.supportpal.com/manage/downloads/supportpal-2.5.0.zip
2.5.1 - https://www.supportpal.com/manage/downloads/supportpal-2.5.1.zip
2.6.0 - https://www.supportpal.com/manage/downloads/supportpal-2.6.0.zip

WHMCS Integration Release

To upgrade, download the release below and then follow https://docs.supportpal.com/current/WHMCS+Integration#UpgradeGuide

Download - https://www.supportpal.com/manage/downloads/whmcs_integration_3.4.4.zip

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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SupportPal 3.0.0 Stable Released

We are very pleased to announce the stable release of SupportPal 3.0.0.

The new version marks the culmination of many months of development on useful new features. We've listed some of the highlights of this release below; for full details about the changes since the last major version please read the release notes. We would like to thank all users who helped in the beta testing and provided feedback.

Download | Release Notes | Upgrade Guide

Highlights

Improved Interface
The whole interface has been revamped and re-engineered, using the latest browser technologies, to provide a better user experience. These changes also offer improved mobile support in several commonly used areas of the app.

Dark Theme
Dark themes are all the rage and we don''t want SupportPal users to miss out. Both the frontend and operator interface now offer both a light and a dark theme so you can respond to those late night tickets with less strain on the eyes.

Two-Factor Authentication (2FA) for Users
Operator 2FA has been around for a while. We''ve unified the system and it''s now available to both users and operators. It is also now possible to enforce 2FA for new and existing accounts.

Article Feedback
Ticket feedback has proved a very successful way of gauging how well we''re offering support to customers. The same system is now available for self-service articles, making it easier to assess how useful your articles really are.

Other notable improvements:

We''ve vastly improved the results when searching for articles in the frontend portal.
Email auto responses are now detected and bounce backs are no longer sent to prevent loops.
FontAwesome icons are now used for self-service types, giving you easy access to hundreds of free icons.
Improved ticket print views have been highly requested and are now available.

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SupportPal 3.3.1 Released

Today we''re releasing version 3.3.1. This version resolves regressions and bugs found in last month''s 3.3.0 release and prior versions.

Download | Release Notes | Upgrade Guide

Regressions and bug fixes

#2467 - Fixed error when trying to post a ticket over API with an invalid custom field ID.
#2466 - Fixed existing attachments not being included on forwarding a ticket.
#2465 - Fixed error when filtering tickets API by brand and user email at same time.
#2463 - Fixed all time option in reports giving incorrect data.
#2462 - Fixed being unable to dismiss product tour on new installations.
#2461 - Fixed emails failing to send when the brand system URL is incomplete.
#2459 - Fixed editor adding breaklines incorrectly in some places after saving.
#2458 - Fixed error when trying to use OAuth with SMTP in some cases.

Notes on upgrading

This version includes no resources or database changes.

As a reminder, we switched to the Semantic Versioning scheme from 3.0.0. This release is considered a patch release, where all changes are backwards compatible so downtime will be minimal. For steps on upgrading, please read our upgrade guide.

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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SupportPal Security Advisory - July 2020

Today we''re releasing patched versions of SupportPal to resolve an issue that can allow unauthorised access to attachments. We strongly recommend updating your SupportPal installation immediately.

As per our end of life (EOL) policy, we are releasing patches for 3.x and 2.6.0:

If you are running any 3.x version, you should upgrade to 3.2.1.
If you are running any 2.x version, you should upgrade to at least 2.6.1.

Download either version at our downloads area (login required).

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WHMCS Integration Update - Security Fix

We''ve released a new version (v3.4.5) of the WHMCS integration, containing an important security fix. If you''re using the integration, we highly recommend to upgrade promptly, it is compatible with SupportPal 2.3.0 and greater.

Download (login required)
Upgrade Guide

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SupportPal 3.2.0 Released

Today we''re releasing version 3.2.0, a minor release in the 3.x series. The full changelog can be seen in our release notes.

Download | Release Notes | Upgrade Guide

Notable improvements

Facebook Channel

Facebook recently released new permissions for accessing page data. This release updates the permissions used in SupportPal enabling new apps to proceed with App Review. Those of you who have already been through App Review have been automatically migrated to the new permissions by Facebook on June 1 - no changes are required on your behalf.

The channel will also now import GIFs, stickers, images, videos and attachments so you can converse better with your customers.

Other notable improvements:

Operator panel search window is much larger for easier reading
Operator text editor toolbar is now sticky so it''s easily accessible when composing long messages
Ability to resize images in the text editor.

Notes on upgrading

As a reminder, we switched to the Semantic Versioning scheme from 3.0.0. This release is considered a minor release, where all changes are backwards compatible so downtime will be minimal. For steps on upgrading, please read our upgrade guide.

If you have custom templates, these should always be kept up to date. There are several bug fixes in both the frontend and operator templates in this release. For steps on merging these changes, please read our templates guide.

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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SupportPal 3.3.0 Released

Today we''re releasing version 3.3.0, a minor release in the 3.x series. The full changelog can be seen in our release notes.

Download | Release Notes | Upgrade Guide

Email improvements

OAuth authentication for IMAP and SMTP
Ahead of planned changes by Google and Microsoft to disable password authentication from email services, OAuth authentication is now supported. It can be used with IMAP and SMTP services provided by Google and Microsoft.

Google Documentation | Microsoft Documentation

Threaded email notifications
Email notifications have been improved to take better advantage of your mail reader''s ability to group messages into conversations and threads.

Message-ID, In-Reply-To and References headers are set so readers can group based on these attributes.
For new installations, email subjects are topic focused, ensuring Gmail correctly groups messages. Existing installations will need to manually update their email templates to take advantage of this.

Other notable email improvements:

Support for RFC2633 signed enveloped emails.
SMTP connection logs can be generated when debug mode is enabled.
Outbound proxy support is available for IMAP and SMTP servers.
Quick and easy department email connection configuration for new accounts. If you use a popular email service, such as Gmail or Microsoft 365, server details are automatically populated based on your email address domain.

Other notable improvements

New supported versions

In this release, we have added support for PHP 7.4 which requires ionCube loaders 10.4 or above. We have also added support for MariaDB 10.5.

MySQL strict mode
MySQL strict mode offers greater data integrity and application security through additional error checks on all database queries. We have only enabled TRADITIONAL strict mode for new installations. Users who are upgrading from earlier releases can opt in by removing ''strict'' => false, from /config/production/database.php. We plan to enable strict mode for existing installations in a future release.

If you''re a plugin author, please check your plugins compatibility now to avoid breakages in a future release.

Improved frontend ticket grid
The ticket grid filtering options on the frontend have been improved so your users can easily view only unresolved and resolved tickets.

Operator draft detection improvements
Previously, when viewing a ticket only one draft from other operators was visible and often this could take up a huge portion of the page. In this release, we''ve made several UX improvements:

When multiple operators have written drafts, all are now visible.
By default the contents of the draft are now collapsed to prevent taking up unnecessary space on the page.
Only drafts relevant to the current tab (Reply, Note, Forward) are shown. A little yellow icon shows on the tab to indicate a draft by another operator exists, compared to the red icon visible when you have your own draft saved.

Notes on upgrading

As a reminder, we switched to the Semantic Versioning scheme from 3.0.0. This release is considered a minor release, where all changes are backwards compatible so downtime will be minimal. For steps on upgrading, please read our upgrade guide.

If you have custom templates, these should always be kept up to date. In this release, there is a compulsory change to both the frontend and operator templates that must be copied over. For steps on merging these changes, please read our templates guide.

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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Dear Daniel King (238 Langham Road),

Thank you for creating a SupportPal account.

Please visit the link below and sign into your account to verify your email address and complete your registration.

https://www.supportpal.com/manage/clientarea.php?verificationId=dd463ec523b906dfc945dc84a393429dbb057f57

You are receiving this email because you recently created an account or changed your email address. If you did not do this, please contact us.

-----
Best Regards,
SupportPal

SupportPal Limited
Registered UK Company: #10035240
https://www.supportpal.com

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SupportPal 3.1.0 Released

Today we''re releasing version 3.1.0, a minor release in the 3.x series.

This version resolves a number of bugs in the initial 3.0.0 release along with a few minor UX enhancements to the new interface. The full changelog can be seen in our release notes.

Download | Release Notes | Upgrade Guide

Notable improvements

It''s now easier to read emails with dark text when using the new dark mode.
Email templates now use a text editor instead of a WYSIWYG editor which significantly enhances the ability to create and edit templates.
Following feedback, you no longer need to click the ''Reply'' button on the ticket view when using ascending reply order.

Notes on upgrading

As a reminder, we switched to the Semantic Versioning scheme from 3.0.0. This release is considered a minor release, where all changes are backwards compatible so downtime will be minimal. For steps on upgrading, please read our upgrade guide.

If you have custom templates, these should always be kept up to date. There are several bug fixes in both the frontend and operator templates in this release. For steps on merging these changes, please read our templates guide.

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SupportPal Limited · 1 Osterley Crescent · Isleworth, Middlesex TW7 5LF · United Kingdom

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SupportPal 2.6.0 Released

Important notice regarding Facebook channel

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SupportPal End of Life (EOL) Policy

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SupportPal 3.2.0 Released

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